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Betchan - Verification for withdrawal

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Betchan Casino Review.

Player's Complaint

When I made my account I was living on a other adress than now. I haven't played for a long time on betchan so I was not aware of the fact that my old adress was still registered. I have deposited over 2.5k EU and now that I want to cash out they are asking for TOO many verification documents. I am getting the feeling they are looking for a way out not to pay me.

It started with ID, Front and back

After they asked for utility bill, eventually the old and new one (adress)

I sent them both utility bills, they ask me for a Selfie with my ID, i sent them my selfie with my ID. Now they ask me for my source of income, what are they gonna ask next?

I really get the feeling they keep looking for a reason not to pay me, that i am not done with them and it is gonna take forever to cash out my money.

Read the casino review

4 Responses

User icon
ThePOGG
October 10, 2020

Hi audia3 - welcome back!

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Betchan's terms of use are clear on this matter, the relevant inclusion is as follows:

"You must maintain your account and keep your details up-to-date."

If you have not kept your residence information up-to-date you have not complied with the above.

That being the case the operator are within their rights to simply consider the play void. What you describe would appear to be an effort to legitimately verify your account - which will involve greater disclosure on your part due to your error. You will need to comply with this process to have any possibility of being paid.

Let us know if you are still experiencing issues once you have concluded the verification process.

Thanks,

ThePOGG

User icon
ThePOGG
November 16, 2020

Hi audia3,

Did you manage to complete the verification process?

Thanks,

ThePOGG

User icon
ThePOGG
November 25, 2020

Hi audia3,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
December 2, 2020

Hi audia3,

If we haven't heard from you by Friday the 11th of December I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

AudiA3 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • BetChan
  • N1 Interactive Ltd

October 10, 2020

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